Customer Support and Verification Executive

Once For All; Basingstoke; On-site; GBP 26,000; Full time

Job summary

Once For All is seeking a Customer Support and Verification Executive to join their team on a fixed-term contract. The role focuses on verifying supplier submissions and providing exceptional customer service across various channels. We're looking for a detail-oriented individual who thrives in a fast-paced environment, with a passion for technology and a commitment to high-quality customer care.

Qualifications

• Customer-centric approach with strong listening and questioning skills.
• Ability to work under pressure and multitask.
• Positive, self-driven and results-oriented.

Responsibilities

• Verify documents submitted by suppliers accurately.
• Make outbound calls to support customer submissions.
• Troubleshoot issues encountered by customers.

Skills

Problem-solving skills

Attention to detail

Organizational skills

Teamwork

Job description

Customer Support and Verification Executive

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Customer Support and Verification Executive

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Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

About the Role

Working in a high-volume target driven environment, to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way. To take ownership and deliver outstanding levels of customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and chat) by providing highly knowledgeable and solution-orientated support.

NOTE: This is a 12 months Fixed Term Contract (FTC) role. Salary offered is £26,000.

Responsibilities

• To accurately verify documents submitted by suppliers, based on set-criteria and in-line with the agreed processes, providing support and guidance throughout the process.
• To make outbound calls in an efficient and timely manner to support customers with their submissions either by requesting data updates, providing further information, or resolving issues, escalating where applicable.
• To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support.
• To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution of issue.
• To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
• To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies.
• To work within the KPIs set and self-manage personal performance against business and personal targets set.
• To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
• To support the Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice.
• To support new starters with training and mentoring where requested.
• To work closely with other teams, and support when required, to ensure a positive customer experience.

Qualifications

• A customer-centric approach with strong listening, questioning and problem-solving skills.
• Attention to detail with good administrative and organisational skills, ability to prioritise.
• Ability to work under pressure and to multi-task across the different channels.
• Positive, self-driven and results orientated whilst working well as part of a team.
• A passion for technology.

Required Skills

• A customer-centric approach with strong listening, questioning and problem-solving skills.
• Attention to detail with good administrative and organisational skills, ability to prioritise.
• Ability to work under pressure and to multi-task across the different channels.
• Positive, self-driven and results orientated whilst working well as part of a team.
• A passion for technology.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Software Development

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